Detalles del proyecto

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ACM - Preparatory, accompanying and support measures

Objetivo

The objective is to draw up a social observation table of call centres, bringing out what characterises work in them, on the basis of a functional typology of such centres. It will be based on the problem area, which includes call centres, not only as players, but as "exemplary" cases of on-going changes in the field of work and, consequently, industrial and social relations, which the latter establishes. Therefore, it is also appropriate to question the pertinence of analytical tools used and, through this original study, contribute to their renewal. It is a matter of facilitating player's understanding - and with their indispensable co-operation - of the issues and social consequences of the current tremendous increase in importance of information and communications technology in the productive process, of which call centres already seem to be one of the most outstanding achievements.

Research on call centres will essentially focus on a quantitative approach. On the basis of an inventory of call centres in partnership countries, a representative sample will be established, which will define the scope of field work.

The work will establish a typology of jobs in these centres on the basis of a detailed study of functions carried out, a study of work situations of a significant sample of operators, and an analysis of industrial and social relations in call centres.